Pet Economics 101 How to negotiate with your vet (in five simple steps)

It’s 6 PM and your favorite veterinary hospital is windng down for the day. You can see the lights go off inside just as you pull up with “the mother of all emergencies.” Your dog has just bloated and you didn’t think to call ahead. You were so wound up and near-hysterical when you found him at home, mid-bloat and retching, you didn’t even have time to register the time of day.

As you see your dog’s chances downgraded with that one flip of a light switch from across the parking lot, you’re beginning to come to grips with a scary reality:

Not only do you have to convince your veterinarian and her staff to stay after hours, you’ve got to pull off the near-impossible: prove that you’re good for the balance on what will certainly be a huge vet bill that extends way beyond the limits of what’s left on your credit cards.

Here’s how you do it––and, so you know, this works for all manner of emergencies or non-emergencies, big or small, personal or financial:

#1 Put yourself in your vet’s shoes

The number one “trick” to all negotiations is to understand things from the other side’s point of view. What is it they “need”? What makes them tick? Why would they make exceptions for you and not for others? What’ll make your appeal successful?

Here are some tips on this front:

Veterinarians want to make you happy,
we want to save your pets,
we respect the severity of an every-minute-counts emergency (here’s where we shine),
we want to feel respected for our unique ability to render this kind of care, and....
we don’t want to feel taken advantage of.

Always understand that...

we have families we need to get home to,
we have employers, staff and other parties to satisfy, financially and otherwise, and that...
we have lives to live beyond our practices.

#2 Acknowledge that you’re getting special treatment...

...and that you’re grateful for anything she can do. Not that you have to grovel, just get a little personal and admit that you understand what she’s giving up to help you.

Hearing it in words can make all the difference between feeling like we’re helping of our own free will and feeling like we’re being manipulated to do something for you because you expect us to. No one likes the latter option. It makes us feel like chumps.

#3 Don’t forget the staff

The almighty staff can make the difference between a willing veterinarian and one that knows she’ll have to beg from her own staff to get things done. A doc that doesn’t have her staff’s buy-in suffers for anything “extra” she’s willing to commit to. And she’s less willing to go the extra mile if that’s the case.

Therefore, it’s your job to recruit the staff’s interest. Appeal to their sense of loyalty to veterinary medicine and their unique ability to get things done well. Try this: “Without you I know none of this would be happening.” I know it sounds cheesy but, come on, you know it’s true.

#4 Convince us you can pay

Sure, we all hit hard times. Negotiating on the issue of finances is not easy for any of us. Not only do veterinarians not want to hear about your intimate financial details, we know you hate doing it, too. Still, we need just enough information to understand that you’ll pay us back.

Here are some more tips:

#1 Ask if you can apply for CareCredit (if your veterinarian offers it). It shows you’re proactive about paying your bill as soon as possible.

#2 Leave something valuable behind. A post-dated check, a pre-signed credit card slip. Offer to do this before anyone asks. It helps.

#3 Have something to offer by way of a barter? Do you paint houses? Draw? Pet-sit? Wash cars? Fell trees? Grow mangoes or avocadoes? I’ve bartered successfully with clients for all of these goods and services. Even if we don’t accept, we’ll value you more for taking the initiative to ask.

#5 Nurture your relationship...in good times and bad

Brownies, cookies, thank-you cards, great questions and follow-through on at-home pet care are always valued. Maintaining a great relationship for years is unquestionably the best way to get through the rough patches and crazy emergencies we’ll all eventually have to muddle through.

After all, we’re exactly like you. Treat others the way you’d like to be treated and everything tends to fall into place. Not a bad reminder for a Monday morning, right?

July 13th, 2009

Add Comment42 Comments

Here in the UK many practices still run their own out of hours service, working at such a practice myself means that days can be very very long and people sometimes fail to understand why they should pay for a service that they themselves have provided free courtesy of our National Health Service.

I hate having to bring up finances when a patient is in need of urgent attention because at the end of the day I just want to get on with my job BUT without payment we wouldn't be able to provide a service at all and when you've busted a gut to keep someone's pet alive it's a kick in the teeth when they won't pay.

Many vets like myself work long hours without any form of recognition or thanks from their employer so when a client sends you a thank you card it really can make all the difference to your day and it's probably one of the reasons I'm still in the profession!

http://littlevet.blogspot.com/

LittleVet July 13th, 2009 11:54:41 AM

Speaking as a staff memeber, I can say that sincere acknowledgement is most important to me. Acknowledgement that my scheduled 12-hr. day has just become a 15-hr. day, without the benefit of overtime pay (we get paid overtime if we clock in more than 40 hrs./week...a common management practice that I particularly hate). Acknowledgement that the staff is most likely worn out and hungry, and quite a few of us will again miss dinner with our spouses (we once had a client whose pet's urgent care kept us late order the staff a pizza - how sweet!). Acknowledgement that you aren't owed this type of "special" treatment...after alll, that's precisely what emergency facilities are for. Acknowledgement that you aren't entitled to free care just because it's an emergency - I know human ERs are obliged to save a life regardless of ability to pay (and rightly so), but our patients are animals, not humans. No matter how much we love and value them, it's just not the same. But it's not like I expect clients to "count the ways"...if I were that much of a Scrooge, I'd simply go home. I'll willingly put my life on hold for a few hours to help tend to your pet - because I genuinely care about your pet and want to help. And there's nothing like a heartfelt thank-you card, sent a few days or a week after the fact (by which time you've kind of forgotten about the case), to give you the warm fuzzies. We tape thank-you cards to the cabinets in the treatment area, right at eye level, because it helps our morale. With regards to negotiating, heed the Golden Rule: Don't EVER start a sentence with, "If you really cared about animals...". EVER. DON'T GO THERE. It's not true, it's a horrible thing to say, and it's a hit below the belt (which is why I think some clients use it). You might get your way that one time, but trust me, you've just blacklisted yourself.

anna July 13th, 2009 12:51:38 PM

I think it is important if you appreciate something that someone has done for you that you show it. I don't care if it is a service that you paid for or not. Almost three years ago my Vet saved my dogs life from an Addisonian crisis. I paid my bill but somehow that did not seem like enough for what she did so I sent flowers and a thank you note, and I continue to send flowers and note on the anniversary of his diagnosis and lobster for her at Christmas.. She keeps telling me it is very much appreciated but is not necessary.

I am at my Vets monthly and more often at times when one of my crew needs something. I try to make sure I take fresh treats for the staff as well, they always seem to fit me in when I have someone that needs to be seen. I don't have to do any of it but I want them to know that I appreciate the care they give my animals. I see rude and ignorant clients there and I feel bad for the front desk staff especially.

A kind word and a thank you goes a long way.

Elizabeth - From Nova Scotia July 13th, 2009 01:34:50 PM

I truly appreciate clients who take a moment after the fact to send a thank you card, maybe something to snack on... its so very much appreciated. Recently a client brought us 2 bags of freshly baked bagels and creamcheese... what a great treat. We keep a binder with thank you notes to boost our spirits when we need it.

Kathy July 13th, 2009 04:17:42 PM

I can only imagine a pediatrician explaining why he was unwilling to stay at the office to take care of a pediatric patient who showed up with a life-threatening problem as they were closing up:

"Well, the mother never sent me cookies, or brownies, or a thank you note, so I really wasn't feelin that loyalty to the cause of pediatric medicine at that moment, and decided to go home and not help. If the parents had sent me brownies, or a Christmas card, I might have felt the deep sense of duty to medicine that caused me to choose this career, but without brownies, I'm not feelin it."

stefani July 13th, 2009 04:21:30 PM

stefani, once again, you've missed the point entirely. I HAVE been turned away from my very busy Doctors office for my toddlers emergency- they sent me to the hospital ER where we recieved treatment after a couple hours of waiting. I do not hold it against them- I know my doctor loves kids and always takes her time with us when we are there for scheduled appointments. I also live in Canada where my healthcare is subsidized so My doctor ALWAYS gets paid for seeing me. The POINT of the post is to understand that treating your vet and the staff with RESPECT and APPRECIATION will get you a lot farther than suspicion and hostility. No vet is going to turn away something as time sensitive and life threatening as a GDV- but they could send you to an unfamiliar ER if there is one close by, or tell you to book an appointment for the next day if the problem can wait. Most vets and staff will go above and beyond for someone who shows a little grattitude.

Meghan RAHT July 13th, 2009 04:38:59 PM

I can only imagine a pediatrician explaining why he was unwilling to stay at the office to take care of a pediatric patient who showed up with a life-threatening problem as they were closing up:

stefani July 13th, 2009 04:21:30 PM

This comment makes it sound as if these gestures of gratitude are done with an ulterior motive. It seems quite insulting (to me) to the people who have carried them out.

I also have my own business (we fix broken glass - certainly not life threatening :) and even we get the (admittedly rare) customer who shows their appreciation beyond paying the bill. I doubt myself that I would go beyond a polite thank you and payment to a tradesman (after all if the dishwasher breaks, it's a pain in the butt that I have to pay to get it fixed. If one of my animals breaks down, I TRULY CARE and WANT it fixed).

My relationship with my vets is now at the stage where I never pay when I leave. I get sent a bill at the end of the month and I pay it. I need to respect and have faith in my vets, or I should be looking elsewhere.

And honestly would any caregiver be SO STUPID as to say such a thing ?

Alison July 13th, 2009 04:56:28 PM

Stefani - ever heard of compassion fatigue?? Take on one to many a situation where you give all you have and don't get a little bit back and for me that is the quickest way to get it (CF). It can be a real grind doing this job and honestly a simple thank you once in a while goes a long way.

It is not that I am not willing to stay and help an emergency that just showed up and I am not going to go into it with the attitude that 'I'm not feelin it", BUT if that person is not appreciative of what it takes for us to stay open and provide that service or worse not pay for anything. Or they cop an attitude with me then I am sure as heck not 'going to be feelin it' the next time THAT person trys to show up. I will not hold the next person responsible for the previous person's performence but they don't get to be jerks either.

When it is a true emergency then I get it/that happens and yes we are there to help....but keep in mind that if it is that bad of an emergency and we are closing with no one there overnight then it is probably better if you had made your way to a facility that is open all night or 24 hours if you could have. Rather than wasting precious time coming into our clinic for me to tell you that. I have stablized patients and then sent them on which again I don't mind but after hours...it would be nice to get a thank you card or something......and I'll bet if a human doctor was in the same type of situation they would feel the same way. The thing that really irks me is when someone has been staring at their sick pet ALL DAY or worse even for a couple days and then trys to show up at closing.....grrrrrrr.......As Dr. K said - we don't appreciate being taken advantage of and that attitude of expectation will not get you near as far with me as a truely grateful heart.

J.C. July 13th, 2009 05:04:15 PM

Meghan,

Don't jump on Stefani, until you have been in her shoes or mine. For every vet that appreciates being appreciated, there is maybe one that will put the screws to you because you are that "nice" person.

Now, for YEARS I attempted/attempt to show appreciation for all those squeezed in appointments, the mid-nite C-section, the daytime C-section, the pancreatitis attack, the IVDD, you name it. Maybe I didn't get the "right" gift...but I thoughtfully tried to.

As far as money? That was NEVER an issue, worry, or concern on behalf of the clinic. I always came in the NEXT day, checkbook in hand, paid in full. ALWAYS. No quibbling, no arguments, nada.

Gratitude? OMG, of course I was grateful, every single time. As far as holding up staff or desk personnel...never needed to; I was as capable a helper as anyone else, just couldn't wield a scalpel or needle & thread.

Decades ago, before there even was pet ER's, I had to bring an old dog in with GDV , 3 times, the last one at 10 pm. I think about that vet often, and his compassion and kindness. He was probably the ONLY vet ever to have his license yanked by the state of NH. What a sorry situation, not to mention hypocritical---all the while letting a clinic operate with NO DEA license or means of humane euthanasia.

Yep, even that same old staff that got the thankyous & goodies, became willing to put the screws big time.

Barbara A. Albright/NH July 13th, 2009 05:22:31 PM

First of all, for the record, I have been known to make up a really fabulous basket for some vets I was grateful to, and their staff.

Second of all, I don't know that's its my hypothetical example that makes it sound like caregivers have ulterior motives. I think the entire premise of this conversation posits that vets will be more inclined to help a client that has baked them cookies, given them gifts, etc. I am just using a hypothetical situation to question the ethics of that premise.

Third, the premise of the discussion is life-threatening bloat emergency. So we are talking about life or death choice the staff may be making in choosing to send the pet to a hospital some distance away.

Yes, I absolutely would question the ethics of a health professional, however frazzled and overworked, who would not stay to help in such a situation, simply because someone hadn't given him brownies, etc.

Finally, I do attempt to avoid being in this situation by going to a hospital that has an ER service on premises. However, they are at least 45 mins away in non-rush. I can't imagine what would happen if I didn't have the luxury of that time, though.

I do believe in saying "thank you" and have done so for just routine good care. But even if I am an irascible (sp?) PITA, I still think that a health professional, faced with a life threatening situation, should choose to help, brownies or no brownies. The very idea that I need to be sending cookies and cards just so they'll do the right thing . . . says volumes, if it's true.

Stefani July 13th, 2009 06:02:03 PM

I'm sorry but I just do not believe that for every good vet out there, there is a bad one waiting to put the screws to you... Stefani and Barbara, yes you had bad experiences with a vet but that doesn't mean that 50% of vets are out to get you or your pet..

By showing my appreciation to my Vet and the staff I am not looking for special treatment. My intent is to show I appreciate what they have done for me and thank them.. I don't have any ulterior motive and when my vet was saving my boys life I don't think she was thinking about how much money she was going to make... she was doing her job.

Here physicans send you to the ER or walk in clinic they don't stay, in fact no point in even calling theM near closing time.. they don't have any after hours numbers to call...

It doesn't matter what field you work in if people thank you or are kind to you with what you have done for them, it can make your day and does it make it easier to smile the next time you see them you betcha!!

Elizabeth - from Nova Scotia July 13th, 2009 06:09:44 PM

It just appalls me the sense of entitlement some people have. A veterinarian and their staff are working people, with lives and families just like the rest of you. Do you expect a restaurant to stay open just because you haven't eaten? And if it did, don't you think the staff would be deserving of some expression of appreciation?

Think of all the other businesses and professionals in your world. How many of them will keep their staff overtime and continue working past regular hours just for a single customer? Not too many.

But Dr. Khuly's office apparently will, at times. And all she's saying, is that the job takes its physical and emotional toll even without adding a few extra hours at the end of the day. It's not like being a bank teller or a stock broker. When you rush to the door as the practice is closing they have a choice. They can say yes...or they can say we need to send you to an emergency vet. And your attitude may well make a difference in that decision.

Maybe these attitudes come from the high prices many practices charge for their services. Well, don't forget -- you're being saved a buttload by not being shuttled off to the emergency vet clinic.

Sorry, but I do not believe that being in a profession of a medical nature makes you a slave. A good deed is a good deed.

Susan July 13th, 2009 06:19:46 PM

If you go back and read the blog, it isn't even implied that she would turn away the bloat victim. But there may be a difference between stabilizing the dog and sending him on vs. doing the whole job -- maybe the tube could be inserted to release the gas, for example, but the dog might still need the surgery to tack down the stomach, or some other surgery to check for internal injury. But the immediate crisis would have been addressed.

Susan July 13th, 2009 06:28:59 PM

So, truly:

At my regular vets, I took my vomiting boy kitty in after hours (ER service) , with the suspicion that he had eaten a linear foreign body. I had consulted with him on the phone, and they said bring him in.

I saw a vet on the ER service and after xrays, she said she couldn't be 100% sure but she thought he had ingested LFB, and I had two choices: Surgery, or wait and watch overnight. She recommended surgery.

Because I am a complete neurotic person now about vet care, I asked her who would do the surgery. She said her, or this male vet I had seen. I knew she had more experience, and I asked her personally to do it. (I later verified that she had SIGNIFICANTLY more experience than the other guy.)So, she did (even though I though I think she was tired, might not have wanted to). She did a good job -- he lived so . . .

I thanked her effusively verbally on the phone.

It also was $4,000. (And it was an ER hospital, but I got the feeling she may have extended her shift b/c I specifically requested her.)

Were the $4,000 and the effusive verbal thank yous not enough? Would she even remember the case now if I did send a card -- it's been since last September.

This is a sincere question. She is not our reg vet, so I don't see her when I take him in on day service. I have thought about sending a card but haven't done it. Would she even remember now?

Stefani July 13th, 2009 06:30:13 PM

For what it's worth, I would TOTALLY expect a pediatrician to send a life-threatening emergency to the ER...most GP offices aren't staffed, people or equipment-wise, to handle life-threatening emergencies. I'm not a parent (of the human variety), but I'd assume most know that life-threatening emergencies, regardless of the time of day, get a 911 call or a drive to the nearest ER bay...not to the front door of a GP. Just sayin'...

anna July 13th, 2009 06:31:31 PM

Stefani, Dr. K. (and other vets/staff that commented) wasn't trying to say that people should/hade to bring gifts in order to get good service. Gifts are given after the event, as a way of saying thank you, and that wouldn't impact what happens tomorrow, considering that the vet and staff already showed they were willing to help BEFORE the gift. What anyone, in any service profession, from human medicine to plumber, might do with an emergency CAN be impacted by is the attitude of the client at the time of the emergency. Call up the plumber and say, "Hey, you know you're gonna make a ton off of me because it's after hours, so just come over and do it" and I'm pretty darn sure that the plumber's gonna growl, then laugh, then hang up. Walk into the vet's office at closing (or any time) with a GDV and say "Hey, you have to help my dog, and I'm not going to the emergency room 'cause they charge too much." and the vet/staff are quite right to resent your attitude and wonder if you'll even pay for their efforts, let alone appreciate them.

I had an emergency 15 minutes before closing on a Saturday, and I called and assured the vet she wouldn't need to keep anyone and she wouldn't need to anesthesize my dog to sew up the large flap of skin pulled off by a fence wire, and she stayed, which I greatly appreciated. I didn't bring food but I told everyone I knew how compassionate and skilled she was, and if she hadn't moved two states away, I'd still be her loyal client.

K July 13th, 2009 06:40:28 PM

Actually, I think the blog is really trying to address how to have services in the event you can't pay the whole bill. That's what really is applicable in today's economic times.

And seriously? Unless you are one of the minority that is still doing well, it would behoove any clinic to stay to treat a patient close to closing. It might just be the week's paycheck for an employee.

I think my point & Stef's, is you are not complaining about people like us. We pay the bill, we gladly dish up the extra fee (s) for a serious issue. And I say thank you to everybody, on every single visit!

Anything done well over & above the call of duty gets a little giftie, a thankyou note, etc. I try to express appreciation more than once a year, that is for sure.

But to premise or imply it makes a difference, I think it doesn't or shouldn't---if you are a "regular" and pay your bills.

Sorry, but I have to add my dark side experience, just to either let a newbie know OR remind a current professional what it is like from our perspective. Remember, most that have been burnt are too afraid to speak out, even with anonymous labels---

As I said above & repeat "Gratitude? OMG, of course I was grateful, every single time"

Barb A./NH July 13th, 2009 07:55:04 PM

Stefani: YES! She would remember. I have received cards months after seeing ER cases, and it touches me every time. Granted, I have an exceptional memory for patients. Even if she doesn't remember you immediately, there are records she can consult to jog her memory.

I love getting cards, no matter how delayed. I love them more than the presents/candy/food. They remind me of why I became a vet in the first place and make up for all the people who expect me to treat their animals for free and accuse me of being a murderer when I can't.

Definitely send a card.

ER Vet July 13th, 2009 08:06:58 PM

ER VET: Not only did I send a thank you card post surgery to Pearl's neurosurgeon, but to Dottie's ophthamologist too & Dottie's Dr. sent a nice reply back---that was even SUPER special for us!!!

And mentioned a plug for BOTH in a world-wide publication (via ad & article), of the great care & treatment. Jeepers, this wasn't trying to buy a repeat visit either, hopefully, knock-on-wood, I won't have the need to go again.

Barb A./NH July 13th, 2009 08:19:51 PM

OK, ER Vet. Will do. Thanks.

stefani July 13th, 2009 09:14:42 PM

Cookies and Christmas cards are nice but if you want to negotiate with me you would be in a far better position to find me more agreeable if: 1) You did not come in with a preventable emergency (unvaccinated parvo case, heartworm, unconfined dog HBC, obese tracheal collapse distress) 2) You bring your regular hours/non-emergency business to me prior to the crisis situation and not go to the cheap vet down the road for routine care 3) You are not one of those who only use a vet in emergencies and do all you routine care yourself 4) You ASK for help and don't make demands 5) You acknowledge that we are going obove and beyond for you. 6) You did not stiff me the last time you came in 7) you did not wait all day or several days to bring in the pet when you knew it needed care, hoping it would just magically get better 8) you show some respect for my knowledge and experience (not a good time to question my ability and skill) I will tell you what I can and cannot do. 9) You do not try to talk me into something that I do not think is ethcal, legal or in the best interest of the pet

Hobson July 13th, 2009 09:44:21 PM

Amen Hobson! May I add that 10) When I recommend we spay your designer mutt which has a horrible overbite, freakishly small body, and a raging heart murmur at 1 year, you don't argue with me that you want to breed her again and that your veterinarian ALWAYS compliments you on your excellent bitches/litters. And besides, you get $600/puppy.

ER Vet July 13th, 2009 09:50:52 PM

Wow I cannot believe how far that was run off the rails.

Thank you Dr. K for the post. It is to bad some couldn't see it for what it was. I appreciate the effort since I am one of the staff that gets to deal with clients everyday who take our services for granted. It gets old and I appreciate anytime ANY of them sincerely say thank you, in whatever manner. Most times people call the same day they want to be seen and expect we can just squeeze them in with non-emergency visits and get peeved when we can't. (people, we WANT to, we just can't always do it) And if you need to discuss something with the doctor during your visit please let us know ahead of time so we can schedule the approriate time for you. (or leave a message for the docotor to call you back at their convenience)

Just today we had a client show up with an "extra" dog that had been unwell for almost a year along with her other dogs routine appointment. There went the rest of our morning schedule. And then there is the "walk in" clients who just need a quick whatever. Honestly, would you walk into your doctors office and expect to be seen?

My list of client peeves seems to get longer each day. I am grateful for EVERY well mannered, polite and appreciative client we have. And you can bet your behind I do whatever I can to accomidate them whenver possible.

Tail wags, http://k-9solutionsdogtraininginc.blogspot.com

Marie July 13th, 2009 10:10:26 PM

Doctors turning humans away? Yep. I had a 10yo with a broken arm (splinted at ER, told to go to ortho next day for setting). Called ortho. They were full, could get me in a week later. Yep, a week later for a broken arm in a child. Because they were full until then. Three orthos in town, and that was the soonest we could be seen.

A vet clinic wouldn't even think to leave an animal with a broken bone for a week because they were booked.

Nita July 14th, 2009 09:08:40 AM

I agree. Sorry, human MD's will turn you away to save their schedule as quickly as anyone else. I don't mean they will refuse care, but if you call at 4:30 with an emergency illness they won't stay, they refer you to the ER or urgent care.

Why do we expect more from our vets?

I have been blessed to have vets go above and beyond for me in the past. While I didn't send numerous gifts I did send a 'thank you' note and a picture of the animal in question.

Everyone likes to feel appreciated.

Jen July 14th, 2009 11:05:30 AM

My first comment here and I'll keep it short.

As a manager of a fantastic veterinary hospital here is what I have seen time and again;

1) The end of a 12 hour day, where my staff may have missed lunch, have been on their feet all day, perhaps been bitten or scratched once again, and they see the light at the end of the tunnel called "closing time", and they smile, work hard and make the best of it as a team until they can get home to their families, take their shoes off and finally relax.

2) A client walks in right at closing with what they consider to be an emergency (ear infection, limping since last Tuesday or perhaps yesterdays wound) or perhaps it truly is. That client has already had dinner. My staff hasn't. That client only knows they want service.

3) Most of the time we take the patient on - unless - we truly cannot do justice to the condition, in which case we stabilize and transfer.

4) I watch the staff summon up more energy, more compassion, more patience and more heart to put in another 1 or 2 hours to help this pet and owner.

5) I see the compassion fatigue set in when a client takes it all for granted or complains about cost or is non compliant concerning home care instructions.

6) I watch the staff relax and smile and feel validated when a client brings them a snack since they are staying late, maybe a card of thanks, maybe a hug.

It makes a difference. It is called gratitude, empathy, courtesy and kindness.

Jessie July 14th, 2009 12:38:53 PM

Jessie, you sound like a good person to work for. That's one thing that also makes a difference in client relations - how the 'team' works together - or doesn't. It's stressful enough to work in a vet practice, and if the staff and doc(s) have issues then the last minute client (emergency or not) really needs to be thoughtful or things can get more unpleasant than they need to be.

KateH July 15th, 2009 09:07:41 AM

Jessie: Perfect. I feel that.

Dr. Patty Khuly July 15th, 2009 12:21:31 PM

I would assume the mentality of taking a child to the doctor with an emergency and taking an animal to the vet with an emergency is different in some people.

I had my tonsils removed and it never crossed my mind to supply them with goodies. I've had two of my dogs spayed and the last will be neutered soon, and I feel overly grateful to them for doing it. Partially because I work there and get a discount, but also because I can witness the compassion and expertise throughout the whole process. I also don't have a child, so that mentality of mine may change in the future.

This reminded me of a card I saw the other day. A lady was training her first puppy nearby in a puppy class when it suddenly had severe respiratory distress. She bolted in a few minutes after we closed and the vet immediately did all she knew how to do, then got on the phone with other vets when nothing helped. The puppy was transfered to an emergency clinic as the case was beyond the capabilities of the practice. The puppy made a full recovery, and the couple were fantastic through the entire process. They took care of their bill before departing, they knew when to step out of the way, they answered all the questions as best as they could, and asked questions as well. Despite being an emergency, it was a rather pleasant experience. We received a card a week later thanking the vet and the staff for their care and compassion. It was a lovely gesture they did, and added another bright spot to the day.

Some people understand a bit how it's like to be in the vet and staff shoes, but some don't. Gifts, thank you letters, etc. are tokens that aren't expected, but very heartwarming to receive.

FutureDVM July 17th, 2009 03:53:16 AM

Everybody, from the guy at the Car Wash that spent 30 minutes detailing my car cause it 'needed' it to meet their service standard without my paying extra, to my son's pediatrician working with me till midnight when we were diagnosing him with pneumonia making sure that we were treating him for the right thing to begin with. This same pediatrician is also very tolerant of my severely autistic daughter that would make some of the Red Flag dogs I dealt with when I worked in a vet clinic look like super well behaved pets! When someone goes above and beyond they deserve acknowledgement and a show of appreciation.

However, it depends on your relationship with your vet. I've never had an emergency with any of my animals. I feed a good quality food, I do full annual blood workups on my girls, I am on time for my appointments, my dogs are well trained and well socialized and very easy to handle. At this point, I don't think I need to send gifts to my vets, I send a christmas card and a picture of my daughter and her service dog. However, if they helped pull one of my girl's through a hard time then you can feel certain, I would do whatever I could to make it easier on them during the situation (i.e. Pizza if they were working late or even miniature golf tickets for them to use with their families). My pediatrician was a newly wed when he helped with my son. I sent him a giftcard so he could take his wife out to a movie.

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